UPDATE
I as mentioned prior I posted the device for repair on Tuesday and on Wednesday evening, I checked on line to ascertain whether it had been received and the progress is any of the repair. The job reference they provided was not recognised by the system but at least i had a certificate of posting confirming receipt. On Thursday, I tried the repair tracker system again and still the job reference wasn't recognised, so I called Tech support and they confirmed, after checking their system, that the phone was waiting to be repaired. Whilst on the phone I received an email confirming that the phone had been repaired / tested and would be dispatched 48 hour tracked. Excellent I thought was speedily repair!
Friday morning I received a similar email so all was looking good. Saturday morning the phone arrived via royal mail. Opening the package, I read the letter which accompanied the device which stated "Thanks for popping into our stoe to pick up your phone" I hadn't of course ! The " Just to confirm, one of our engineers fixed your phone - so it should work perfectly now. We also gave it a full service, including a software upgrade" Then " We find that many phones returned for repair could have been fixed by upgrading the software or by closing down apps which sometimes remain running in the background. So make sure you always have the latest software on your phone and try closing down apps which you're not using" How patronising is that, since the reason for sending the phone for repair was the software upgrade to Marshmallow.
Anyway, when I looked at the phone itself, it became evident that they have returned the software back to the original lollipop not even the with any updates. Furthermore, once I connected it to the Internet, the auto update popped up letting me know that of course there was a software update, namely Marshmallow!
Totally and utterly hopeless. They don't even practice what they preach.
I contacted Tech support only to be told that I had to take the phone back to the shop were I booked it in for repair (even though I made it clear to him that it was done via the post) or because I had purchased the phone before my contract, they could cancel my contract and give me a contract with a phone with no early terminating fees but my current monthly fee of £17.50 would increase. I said no on both fronts. He said his manager would contact me that day but never did. I phoned back at 4pm and asked why I had not received a call and was told a manager Adam would call me in an hour which they changed to 30 minutes. 1 hour and 15 minutes later - nothing. I called back to be told he would call me in an hour!!
I ended up having to go above all their heads and called Customer Relations who immediately took control of the situation, order me a new Smart Ultra 7 as the 6 is no longer available. Happy ending but what a saga and a sad state of affairs for Vodafone.
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